AI-Powered Ecosystem for Branch Lobby Management Optimization Qorus-Infosys Finacle Banking Innovation Awards 2025

Over the past two years, we have developed and deployed a suite of AI-powered models to revolutionize branch lobby management. Through a holistic approach combining customer-centric and branch-specific models leverage machine learning algorithms and advanced data analytics, these solutions have redefined branch lobby management by:

• Ensuring uninterrupted service by supplementing branch resources as needed.

• Identifying customers likely to visit branches and supporting them through cost-effective channels.

• Enhancing customer experiences through reduced wait times and seamless service delivery.

• Transforming lobbies into sales and experience-oriented spaces.

To achieve these transformative outcomes, series of advanced solutions include:

Weekly Traffic Prediction Model that forecasts customer traffic at a branch-specific level. It enables proactive resource allocation during peak times and optimized sales planning during low-traffic periods. Branch Resource Optimization Model that employs a two-step analytical framework to address staff shortages caused by planned leaves. It serves seamless action planning to maintain service quality by assignment of personnel from regional units considering geographic constraints. Branch Visit Prediction Model that identifies customers likely to visit branches and their reasons for doing so. These insights facilitate transaction redirection to alternative channels, reducing lobby congestion and operational costs. Similarly, Queue Prioritization Model uses data-driven techniques to redesign service allocation, ensuring timely and personalized customer interactions. We are also pioneering a real-time Wait-Time Prediction Model integrated into our queue management system. This cutting-edge solution predicts customers waiting times at branches, engaging call center and digital channels to quickly address customer needs.

Through these innovations, we demonstrate how data-driven insights and adaptive machine learning models can redefine the customer experience, achieve operational excellence, and position our organization at the forefront of AI-powered banking solutions.